A leading Organisation is seeking a confident and experienced Customer Service Team Leader to take ownership of a busy customer service function and drive both team performance and customer outcomes. This role is suited to a people-focused leader who enjoys being hands-on, developing their team and creating a high-performance environment. You’ll play a key role in setting the standard for service delivery, supporting your team through day-to-day challenges and identifying ways to improve the overall customer experience.
Key Responsibilities:
- Manage the day-to-day operations of the Customer Service team.
- Lead, motivate and support team members to achieve individual and team objectives.
- Provide regular feedback, coaching and performance support.
- Build a culture centred around accountability, collaboration and customer service.
- Allocate workloads and manage priorities to ensure service requirements are met.
- Assist with hiring, onboarding and training new team members.
- Act as an escalation point for complex customer and operational matters.
- Review team KPIs and service metrics, addressing performance opportunities as they arise.
- Identify opportunities to streamline processes and improve operational efficiency.
- Partner with Sales, Supply Chain, Logistics, Finance and Operations to deliver seamless outcomes.
- Previous leadership experience within Customer Service, Order Management or a similar function.
- Strong people leadership skills with a demonstrated ability to coach and develop others.
- Background within manufacturing, distribution, logistics, supply chain or another B2B environment.
- Excellent communication and stakeholder management capabilities.
- Ability to balance people leadership with a practical, hands-on approach.
- Commercially minded with a focus on continuous improvement and customer outcomes.
- Exposure to ERP or CRM platforms such as JD Edwards, Salesforce or similar will be highly regarded.
An well-established Organisation with a strong Australian presence and operations across international markets. The business works with a diverse customer base across multiple industries and has built a reputation for quality, reliability and strong customer relationships. With continued growth and an established, collaborative team environment, this is an opportunity for an experienced Customer Service Leader to step into a role where they can make a real impact.
